At a Glance
- Tasks: Own customer success journeys, drive renewals, and upsell opportunities in the crypto space.
- Company: Join Notabene, a pioneering company transforming digital finance with a global team.
- Benefits: Remote work, competitive salary, and the chance to shape the future of finance.
- Other info: Dynamic role with opportunities for growth and autonomy in a fast-paced industry.
- Why this job: Be at the forefront of the crypto industry and make a real impact on customer success.
- Qualifications: 5 years in Customer Success or Account Management in a tech-driven environment.
The predicted salary is between 42750 - 52250 £ per year.
About Notabene: Notabene is building infrastructure that’s transforming how money moves in the digital economy. We’re evolving beyond our compliance foundations to enable the next generation of digital financial services between regulated institutions with unprecedented efficiency. With nearly 50 employees across 14 countries and having recently closed our Series B round last November with support from leading investors including Y Combinator, DRW, F-Prime, Jump Capital, Castle Island, and Green Visor Capital, we’re looking for people like you to help shape the future rails of the crypto industry.
Location: Remote, within EMEA time zones.
The impact you will have: At Notabene, the success of our customers drives everything that we do, and our Customer Success team is at the heart of that. You will own a book of customers across EMEA, from crypto-native exchanges and payment providers through to the financial institutions and fintechs now launching digital asset products.
Sales closes the initial deal and hands the customer over at signature. From there they are yours: get them live, get them using the product, renew them and grow them. The commercial conversation sits with you, which means renewals, pricing and upsells are yours to run. You are also a technical point of contact for your customers. These conversations get technical early, and you should be able to sit with a customer's integration team and be useful. Comfort with APIs and the curiosity to work things out yourself matter more here than an engineering background.
Within a year you are successful if:
- Net retention across your book has grown, and you can name the renewals and upsells that did it.
- Your customers are live and using the product, and the ones at risk were identified early.
- You have found and qualified upsell opportunities inside your existing customers, and converted a good number of them.
- Customers come to you first, on their compliance programme and on their commercial relationship with us.
- You can demonstrate real knowledge of our product and of the wider industry.
What you will be doing:
- Owning the post-sales journey for your customers: onboarding, adoption, business reviews, renewal and upsell.
- Running your own renewals and upsells, including pricing and the conversation with the economic buyer.
- Guiding customers through their Travel Rule programmes and their stablecoin payment products.
- Working directly with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck.
- Monitoring usage, engagement and risk signals, and acting on them with a clear plan well before they become a renewal problem.
- Finding growth inside your existing customers across adjacent teams, entities and products, and working with Sales on the net-new ones.
- Building relationships across compliance, operations and engineering, so the relationship never rests on one contact.
- Bringing customer and competitor insight back to product, sales and marketing.
- Keeping records current in HubSpot.
- Some on-call duty outside office hours.
What you bring:
- Based in EMEA, able to cover customers across the region.
- Around 5 years in Customer Success or Account Management at a crypto, fintech or regtech SaaS company, or in another complex technical market, managing your own book of customers.
- Commercial ownership. You have run your own renewals and upsells and negotiated pricing, without passing the deal back to Sales.
- Some technical range. You can work through API documentation, read a request and response, and form a view on why an integration is behaving the way it is.
- Experience across a mix of customers, from mid-market through to enterprise.
- Experience across the full lifecycle, from onboarding through to expansion.
- Exposure to compliance-driven or regulated environments.
- A doer. You own the detail yourself, and you move without waiting for a process to exist.
- Good judgement with people and real interest in solving their problems.
- Comfortable working autonomously and getting stuck in.
Nice to Have:
- Travel Rule, stablecoin payments or digital asset compliance experience.
- Experience with banks and regulated financial institutions entering digital assets.
- Having built Customer Success processes and playbooks from scratch.
Customer Success Manager, EMEA in London employer: Notabene
Notabene is an exceptional employer that prioritises a flexible remote work culture, allowing you to thrive from anywhere while being part of a dynamic team spread across 17 countries. With a strong focus on employee experience, unlimited PTO, and a generous WFH stipend, we empower our employees to achieve a healthy work-life balance and foster personal growth. Join us in shaping the future of digital financial services, where your contributions will be valued and your career can flourish in an inclusive and innovative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Notabene. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Notabene before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Notabene:Your cover letter is your chance to shine! Tell us why you want to work at Notabene specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Notabene!
How to prepare for a job interview at Notabene
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
